Deadlines for refund

Ash4444

I am worried I might miss a deadline for refund or getting my money back should the worst happen and I do not receive my item that I bought online. My main concern is lack of delivery information and lack of contact from the company.

Please could someone help me understand what deadlines may apply where I cannot recover my money if:
a) I never get the item
b) they give me a delivery date way into the future (I'm not sure what an acceptable time frame would be as non was mentioned on the website)

I bought a bunk bed online 3 days ago. I received a text message for confirmation of order. But no email for confirmation.
I haven't been given any delivery details yet, and when ordering, no delivery details were given aside from the fact it would be free delivery.
I have emailed them 2 days ago asking for a delivery update, yesterday via the web contact form and today via an email address on the website. Despite the website saying they have 7 days a week cover, with a repose in 24hrs no one has replied to me yet.

According to their return / refund policy.
Their return policy states it is 30 days from purchase
A refund will only be given once the item has been received back to them and inspected.
For order cancellation - I need to email them and if the bed hasn't been dispatched, they'll attempt to stop dispatch for a refund within 7 working days.

Thank you for your help. The item is approx £450 and bought on credit card.

Aylesbury_Duck

Who's the retailer?

ArbitraryRandom

As above, your rights around delivery (in part) are dependent on the information provided to you in advance of sale and where the business is registered - so if you can tell us WHO you bought from we can give better advice. 

That said, in general terms (assuming a UK company) your rights are as per the consumer rights act 2015. 

Under the CRA, if no time is specified in advance (and if the website doesn't say something like 'products are made to order and a production/delivery date will be confirmed after purchase'), then they have 30 days after the confirmation of your order to deliver. If they haven't delivered in 30 days you can cancel for a full refund: 
https://www.legislation.gov.uk/ukpga/2015/15/section/28/enacted 

Your rights to return/reject good that have been delivered is dependent on WHY you are returning, but in the simplest terms, you have 30 days after delivery (caveat for perishable goods): 
https://www.legislation.gov.uk/ukpga/2015/15/section/22/enacted

Ash4444

It is a UK based company.

Thank you for the information and clarifying my delivery consumer rights. There was no delivery time frame mentioned on the website - something I will definitely clarify before purchase next time!

I was worried that if they delivered the bunk bed after 30 days and there was something wrong, and their refund policy was 30 days after purchase I would have lost my money for the bed if it was faulty.

They have finally got back in touch, blamed a system error for not receiving my emails (despite somehow replying to the original) and confirmed delivery is expected this week which is a huge relief.

Ash4444

Hi, quick update.

I checked the website - on the webpage it says delivery is usually within 1 to 2 days. This was 10 days ago now.

I was told that delivery would be this week but delayed from Mon to Fri due to bad weather.

They have now emailed me today to say that they don’t have my bunk bed available but have a substitute in a slightly different colour. I do not want this. They said my version of the bunk bed should be available in a week or so - but no commitment on date.

Can I cancel my order and request a refund?
- do I have to give them a certain amount of time to try to fulfil my order or can I request a refund now?
- how long should I give them to process the refund as I’m reasonably confident they won’t given there current performance.

Thanks for your advice.

ArbitraryRandom

As previously, if there wasn't a date specified when you order (a general 'we normally' doesn't count), then you need to give them 30 days to deliver the item you ordered - then you can cancel and they should refund back to your payment method within 14 days. 

It's been 10 days since you placed the order if I'm understanding your first post - so they may well deliver within the next 20 days from what you've said. 

Can you advise how you paid?